John Dobson Email & Phone Number

Winthrop, Wa, Au

Perth, Western Australia, Australia

Providing Regulatory and Compliance advice across Alinta Energy's business operations including Sales and Marketing, Residential & Commercial Billing and Remediatory Incident Management.Management of the Incident Management Forum. Risk and issue assessment, triage and management flowing into process improvement and risk mitigation.Act as compliance lead for internal and external audit

Perth, Western Australia, Australia

To provide Regulatory and Compliance advice across Alinta Energy Eastern States in Energy sales, credit management, service, billing and complaints.

Perth, Australia

To drive outstanding service delivery to regional Western Australian centres and support Horizon Power to become the worlds best Micro Grid Company.Management of the contract and operational direction for Horizon Power's outsourced Customer Contact Centre, Faults and Bill Print services. Business lead internal and external audit and assurance. Lead an internal team of product specialists delivering high value retail sales and support, including Renewable Energy applications, MyPower new business and support along with assessment and administration of the Hardship Utility Grants Scheme (HUGS) and business liaison for the Energy Industry Ombudsman.

Bentley, Western Australia

Working across the Customer Services group in the Retail Services review, conducting a tender for contact centre, billing collections and fault calls. Also managing change for the upgrade of the Velocity Billing and Customer management system.

East Perth

Focusing on the Organisational Change Management components across Synergy's Project Portfolio in addition to cultural change management.Working on Business Unit Transformation and Change Management in conjunction with a Business Efficiency Program

Perth, Australia

Working on projects involving major changes in primary systems focusing on Contact Centre and primary customer contact channels. Conducting change impact assessments, developing training plans, designing communications plans, stakeholder engagment and communications strategies and conducting communications workshops.Worked with the Synergy Workforce Planning and Marketing Team to facilitate the introduction and transition of work practices relating to Customer Surveys, Forecasting, Scheduling and monitoring.

Perth, Australia

Worked as a contact centre team lead then in the outsourcing project of Synergy Contact centre operations. Took part in the selection process and mapping of contract deliverables. Was then migrated to training and management support during cutover.I managed the relationship between Synergy and the outsource partner for six months leading up to the transition to business as usual operations

Perth, Australia

Team Leader in Synergy Inbound contact Centre. Recruited shortly after the disaggregation of Western Australia's energy market into a contact centre transforming itself from an old-style centre without metrics to a modern contact centre.

I managed a standalone satellite contact centre of 17 people, including back office process management and customer contact. Finance applications and fulfilment, insurance sales and fulfilment and the Motor Vehicle Dealer Insurance line.After successful implementation I moved to the Residential sales area to take control of a sales team. Won the Australian Teleservices Association Team Leader of the Year for Western Australia in 2005.

Lead and develop a team of Contact Centre Professionals to provides an outstanding customer service service and sales experience.

Bachelor, Commerce

Certtificate 4 In Training And Assessment

Certified Srcum Master